Tier 2 Technical Support Representative

The primary responsibility of the Tier 2 Technical Support Representative is to handle complex phone calls and tickets, and to regularly collaborate with our Tier 1 Technical Support Representatives on developing their technical and soft skills. Tier 2’s work directly with our largest Enterprise clients, mustering whatever resources are needed to effectively manage their end to end support experiences. 

What You'll Do:

• Provide outstanding phone, email, and chat-based support to our Enterprise merchants and Agency Partners.
• Work front line emails, chats, and/or phone calls as needed.
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
• Provide internal support answering questions and assisting with the resolution of issues for all customer-facing teams.  (Tier1 Technical Support, Billing, Sales and Account Management)
• Communicate with the management team and other internal teams to resolve issues.
• Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently.
• Display high levels of professionalism and recurring interactions with departments inside and outside of the Client Success organization.
• Assist with supervisor callbacks for technical and customer service concerns.

Who You Are:

• Minimum 6 months Tier 1 experience (1 year preferred) meeting all department and performance expectations.
• A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team; a desire to work in a culture of excellence.
• Excellent written and verbal communication skills with impeccable attention to detail.
• Exceptional ability to utilize self-service resources (internal tools and documentation, Google-fu, external service portals, Stack Overflow, etc) to find solutions.
• Excellent time management skills.
• Familiarity with BigCommerce API, Stencil Framework, and Developer Documentation.
• Intermediate knowledge of HTML and CSS; basic javascript skills.

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(Pay Transparency Range: $20.00 - $33.00)